Senior Team Lead Incident Analyst

Senior Team Lead Incident Analyst - Brussels (Schaerbeek) Belgium

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About the Role

Step into a pivotal freelance opportunity as Senior Team Lead Incident Analyst with RELYzIT Talent, where your expertise will shape the future of incident management for our client in the Belgian energy sector. You’ll lead a high-performing team, drive operational excellence, and ensure swift, high-quality service for critical market-facing applications. This is your chance to make a tangible impact, foster innovation, and build lasting solutions in a dynamic, mission-critical environment.

Why This Role Matters

Our client’s business relies on seamless, reliable transactional processing and message exchange within the energy market. As Senior Team Lead Incident Analyst, you will be instrumental in minimizing downtime, resolving complex incidents, and ensuring knowledge is shared across teams. Your leadership will directly influence the stability and efficiency of essential services, supporting both internal stakeholders and external market parties. The stakes are high: your work will help safeguard the integrity of national energy operations and drive continuous improvement.

What You’ll Be Doing

• Lead and coordinate a multidisciplinary 2LIS Incident Analyst team, ensuring operational alignment and quality across all members.
• Act as the primary point of contact for incident management, collaborating closely with problem & change analysts, IT vendors, domain leads, and service delivery managers.
• Analyze, document, and resolve incidents, including the creation and execution of workarounds and pre-analysis of problems.
• Facilitate knowledge transfer within the team, ensuring solutions are shared and the Atrias Knowledge DB is continuously updated.
• Organize and deliver frequent feedback to problem and change teams, supporting root cause analysis and process optimization.
• Ensure strict adherence to service procedures (incidents & problems), quality control, and compliance with onboarding/offboarding processes.
• Deliver clear, concise status reporting on team activities and incident resolution progress.
• Coach, mentor, and onboard new team members, fostering a collaborative and high-performance culture.
• Support upscaling and downscaling of the team as required, maintaining stability and continuity throughout the assignment.
• Engage with users and stakeholders in their preferred language (French, Dutch, or English), ensuring clear and effective communication.
• Drive continuous improvement by identifying recurring incidents and contributing to business and functional requirements development.

Technical Skills & Experience

• Proven experience as a functional analyst (senior level).
• Extensive experience in incident analysis, including definition of workarounds and recovery actions.
• Strong background in coaching, mentoring, and team management within professional environments.
• Demonstrated ability to coordinate and communicate with external stakeholders in the utility sector (DGO, TSO, Supplier, etc.).
• Expertise in drawing up and managing escalation procedures.
• Proven track record in business process development, BPMN, optimization, and modelling.
• Hands-on experience with SQL: writing, modifying, and executing queries.
• Deep knowledge of the Belgian energy market and MIG documentation (MIG6 and/or MIG DGO).
• Familiarity with the Message Exchange domains: structure, rectification, measure, and cross.
• Experience with incident management/ticketing tools (TopDesk, Jira, ServiceNow, Atlassian, etc.).
• Proficiency with Azure DevOps and user story creation.
• Strong data analysis skills.
• Experience with 3rd party management (IT service providers).
• Solid understanding of project methodologies, especially Agile/Scrum.

Language Proficiency

• Fluency in Dutch or French at CEFR level C1 (must have).
• Very good knowledge of English (C1).
• Good knowledge of the second national language (level B2).

Other Requirements

• ITIL Foundation Certificate (must have).
• Scrum Master or Product Owner Certificate (must have).
• Ability to provide documentation outlining the support model, including access to knowledge, expertise, coaching, and specialist support, as well as governance structure and CVs of proposed experts and coaches.
• If less than 5 years’ experience in the sector, ability to demonstrate access to essential CMS and MIG domain training (documentation required).
• Supplier must fill in the team template and provide evidence that 60% of team members have previously worked together for at least 6 months.
• Commitment to maintaining team stability and facilitating upscaling/downscaling as needed.
• Experience in onboarding and offboarding procedures for new/leaving resources.

Project Details

• This is a freelance position based in Brussels (Schaerbeek), Belgium.
• Initial project duration: 2 years, with potential annual extensions up to a maximum of 6 years.
• Team size: Starting with 8 FTEs, with the possibility to expand up to 13 FTEs as required.
• Assignment includes both individual and team responsibilities, with a strong emphasis on collaboration and knowledge sharing.

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